Customer Service Rep - Patient Financial Svcs - Full Time

Staff Position Description

Position Title: Customer Service Representative Position Code: RepCS1 or RepCS2

Department: Patient Financial Services Safety Sensitive: Yes

Reports to: CBO Cash Applications Supervisor Exempt Status: No

 

Position Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest highest quality health systems in the country.

The Customer Service Representative’s (CSR) purpose is to answer phones and assist patients with questions or concerns with their accounts, explain charges and answer other related inquiries from patients. This position is responsible for the individual day end deposit as well being responsible for the reconciliation piece of the other individual day end deposits as well as lunches and breaks. The CSR refers patients and/or families to other departments for information or assistance and processes reoccurring self-pay accounts monthly. This position has the ability to bill and/or re-bill claims to insurance companies as well as follow up with insurance companies.

Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]

· Collect accurate payment amounts and post correctly in the appropriate system.

· Take credit card payments on the appropriate terminal.

· Deliver an accurate day end deposit and reconciliation sheet with all out of balance issues being resolved within one (1) business day.

· Answers phones and assists patients with question and concerns regarding the patients’ accounts.

· Be able to re-bill and/or bill claims, follow up with insurance companies, offer payment arrangements or Financial Assistance Program all within two (2) business days of receiving phone call, voicemail, or face to face requests.

Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]

Skills and Knowledge: General knowledge of office procedures; basic computer skills; effective interpersonal skills through both telephone and face to face contact; ability to organize and sort daily workload.  Must be able to deal calmly and effectively with frustrated and/or angry clients.

Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master’s degree)]

Education: High School Diploma or Equivalent

Experience: One (1) year experience in Customer Service and Collections and working with health insurance in the medical field.

Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]

Blood Borne Disease Exposure Category: Category III

Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]

Ability to sit for six to seven hours daily at a computer terminal; occasionally lifts and carries up to 15 pounds of files to storage area.

Date Staff Position Description Created / Revised: 10/14; 03/19; 04/19